Senior Service Design Manager

Overview

Remote
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - 1 Year(s)
10% Travel

Skills

Service Design
UX

Job Details

The Tri-Com Consulting Group Full-Service IT Employment Consulting Firm is seeking qualified candidates for the following opening:
Senior Service Manager - Remote
 

 

Primary Duties:

Strategizing

  • Design and facilitate thoughtful and ethical research (in collaboration with the team s User Research Manager) to understand the service-related needs of residents, staff, leaders, and other stakeholders.
  • Synthesize research into insights and well-defined opportunity areas for intervention.
  • Develop feasible, person-centered, and comprehensive service strategies that improve resident interactions with government and staff work experiences.
  • Design service solutions that work across channels of experience including digital and non-digital touchpoints (e.g., in-person interactions and physical service environments).

Practice Building

  • Build the Service Design team through hiring, growing, and retaining high-performing teammates.
  • Drive a practice in mixed methods research (qualitative and quantitative) including when and how to apply them throughout the product development lifecycle.
  • Set standards of practice for and with service design team members.
  • Expand team members skill sets through regular feedback, learning sessions, and one-on-one mentorship.
  • Design and facilitate skill-shares with colleagues, so they can apply strategic design methods to their work.

Communicating

  • Use iterative processes to ensure project deliverables; like service blueprints, process flows, stakeholder maps, and project reports, are rigorously executed.
  • Choose the right deliverable for the right kind of conversation.
  • Visually communicate ideas, research synthesis, and prototypes, so stakeholders can align on concepts.
  • Develop compelling narratives that communicate the human experience to decision-makers, so they can make clear decisions that align with evidence and human need.

Implementing

  • Work with UX designers, visual designers, content strategists, architects, and technologists to develop and build tools and resources (e.g., websites, apps, one-pagers, applications, the design of space, etc.) supportive of service improvement strategies.
  • Facilitate listening and research sessions with subject matter experts.
  • Create change management, governance, and pilot plans setting implementation efforts up for success, acknowledging the constraints and realities of the service system.
  • Synthesize complex information from various sources into clear, actionable insights.
  • Develop metrics of success to measure the effectiveness of project outcomes.
  • Evaluate pilot plans to understand what works and doesn t about a solution.
  • Take appropriate action to revise service solutions based on learnings from evaluation.

Collaborating

  • Communicate work without jargon or pretense.
  • Ensure participatory design processes include the right people, at the right points in time.
  • Offer and take constructive feedback.
  • Respect and protect team members and stakeholders time.
  • Communicate with clarity and honesty around the status of work.
  • Cultivate and maintain respectful relationships with project stakeholders.

Advocating

  • In partnership with the program team and agency communications staff, disseminate lessons learned, tools, and best practices to the public.
  • Actively contribute to the field of service design through journal submissions, conference participation, and community skill-shares.

Project Managing

  • Collaborate with senior leadership on the design of a project.
  • Break down complex projects into reasonable project plans with clear deliverables, milestones, and deadlines.
  • Lead project partners and team members through service design processes.
  • Clearly communicate project plans and their status to leadership, team members, and other stakeholders.
  • Effectively navigate through ambiguity and project challenges.
  • Deliver projects on time.

 

Preferred Skills & Qualifications

Other Desirable Qualifications

  • A design-related degree or relevant industry experience
  • 5+ years of professional experience or a graduate degree plus 3+ years of professional experience
  • 5+ years managing project relationships with colleagues, clients, and project stakeholders

Nice-to-Have Skills

  • Bilingual
  • Strong visual design aesthetic
  • Experience with community-based and participatory design
  • Experience working in the social impact space on complex service challenges
  • Experience with process improvement methodologies (LEAN, six-sigma, etc.)
  • Experience with human-centered change management

 

 

~Tri-Com is an Affirmative Action/Equal Opportunity Employer~
We strongly encourage the applications of women,
minorities, persons with disabilities, and military veterans.
As a condition of employment, you will be required to pass a drug screening and other background checks including past employment and confirmation of technical certifications.

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